Technical Support Engineer
Red Hat Software Services (India) Pvt. Ltd., Pune
Total years of experience :13 years, 9 Months
* Mentor and train engineers within my domain, and propagate domain expertise across geographically diverse teams
* Work with senior team members to diagnose and resolve issues
* Propose workarounds if appropriate
* Carry out the necessary research and file bugs in Red Hat products
* Provide analysis to fully understand issues
* Propose fixes, provide advice, and educate customers
* Collaborate with the engineering, product management, and support management teams when necessary in order to prioritize customers' requests
* Work with Red Hat's strategic customers on critical production issues involving our products
* Learn about and support newly introduced products and technologies
* Be comfortable working in customers' time zones and join escalation phone calls when needed
* Provide technical support to customers by taking incoming calls and responding to web-based inquiries
* Perform diagnostics as well as troubleshoot and develop solutions for customer issues
* Exceed customer expectations by providing outstanding customer service
* Develop relationships with in-house engineers and developers to guide creative solutions and improve customer satisfaction
* Contribute to the global Red Hat knowledge management system
* Gather information for each bug and provide analysis to fully understand the issue
* Propose and discuss fixes or workarounds and provide advice to educate customers
* Collaborate with engineering, product management, and support management teams to prioritize customer requests
* Incorporate your findings to Red Hat's knowledge base
* Support Red Hat's global customers on technical issues through phone, chat, or remote access tools during the customer's business hours
* Teaching Engineering Students of Computer Engineering and Information Technology.
* Specialized subjects were Linux, Computer Network and Unix System Administration.
* Maintaining the Catalogs of the students and keeping daily records.
* Carrying out the exams of the same and declaring the scores.
* Performing Demo Practicals and endorse students to perform the same efficiently.
* Giving Seminars on Linux and Open Source Technologies in Other Colleges.
* Carrying out the submission process of students during exam time.
* Maintaining notes and distribute them among students for better clarification and simplicity of the subjects.
* Conducting the lectures for MSc Computer Science Students for Linux
* Carry out weekly tests and submissions with the practicals as well.
* Training the students for Red Hat Enterprise Linux and other Linux distributions.
* Conducting Lectures and Seminars in Colleges for Linux Awareness
* Carry out the Exams locally for evaluating the students of IIHT.
* Helping the other team members for technical queries and conducting lectures.
University : Dr. Babasaheb Ambedkar Marathwada University, Aurangabad
